Guests who stay at more than one property, and their spend per trip
What the answer looks like
Illustrative output on sample data
Illustrative example: how Lexi answers this for a hotel brand with 12 properties. It matches stays from the PMS and booking engine to one guest record across all hotels, over three years.
- Single-property guests: 142,000, $690 spend per trip
- Two properties: 11,800, $820 per trip
- Three or more properties: 2,900, $960 per trip, 3.4 trips a year
What the data shows
Guests who stay across several properties spend more per trip and travel with you far more often.
What it means
Most multi-property guests first stayed at one of the city hotels, then tried a resort. Few resort guests have tried the city hotels.
What to do
Introduce resort guests to the city hotels with a weekend offer, starting with those who live near them.
Want me to show which property pairs share the most guests?
Why it matters
Guests who stay at several of your properties are often your most loyal, but each hotel's own reports only see them as their own guest. Bringing their stays together shows their full value and makes the case for introducing single-property guests to the rest of the portfolio.
Frequently asked questions
Why do guests who stay at several properties matter?
They usually spend more per trip and travel more often, and they have chosen your brand over others more than once. Seeing their combined value helps you protect those relationships and find more guests like them.
How do hotels encourage guests to try another property?
Recommend the property that suits each guest's travel pattern, such as a resort for city business guests on vacation. Offer a reason to try it, such as a welcome amenity, and promote it close to when they usually plan leisure trips.
How do you match guests across hotel properties?
Use one guest profile across the portfolio, matched by email, phone and loyalty number from each property's PMS and the booking engine. Without it, the same guest appears as a new guest at every hotel.